FAQ
Short answers to common questions.
Selling#
Why don't my money totals match my order counts? Money counts completed orders only; order counts usually count every status. The two describe different sets on purpose — Metric definitions has the full arithmetic.
Why can't I edit this order? It's past confirmed. Corrections after that point are returns and refunds, which is what keeps the books honest.
Can I un-cancel an order? No. Cancelling returns the stock and releases credits and discount uses — there is nothing left to resume. Re-create the order.
Why is my discount not applying? Ask for it at checkout and read the reason — a requested discount explains its refusal (expired, below minimum spend, wrong customer, can't stack). Automatic discounts skip silently when a cart doesn't qualify.
A customer's invoice link says "invoice not found." The link's access token is missing — usually a URL trimmed in a chat app. Re-send the link and share it whole.
Stock#
Why can't I delete this product / unlink it from a store? It still holds stock somewhere. Zero the stock with an honest adjustment reason first — or archive the product and keep the history.
Why is expired stock still sellable? Deliberately — expiry is surfaced, not blocked. The Expiring tab is your worklist: write off what's done, quarantine what needs a look.
A draft order's items sold out before I confirmed it. Expected: a pending order holds no stock. Confirming is what claims the goods.
Team and account#
Can I transfer the business to a new owner? Not from inside the app — there is exactly one Administrator, created at signup, and no transfer flow exists today.
Why can't my Store Admin invite staff or create a store? Those actions spend the seats the business pays for, so they are the Administrator's alone, whatever roles a staff member holds.
I disabled a store — why am I still being billed for its seat? Disabling frees the seat for reuse; the bought seat itself keeps billing until you release it on the Billing page. Freeing and releasing are two different acts.
A staff member shows "Suspended" and I can't enable them. The platform switched them off after a downgrade left no seat for them — move to a plan that covers the seat and they come back.
Two records exist for the same customer — can I merge them? No merge exists. Keep the one with the order history and deactivate the other.
Plans#
Will downgrading delete my data? No — nothing is deleted by a plan change. Resources beyond the smaller plan are switched off and come back when a plan covers them.
Why does the app say a feature "is not available on your current plan" mid-month? A scheduled downgrade landed, or a payment problem restricted the account — the Billing page's attention strip says which.
Where do I change my card or download invoices? The Stripe customer portal, one click from Billing. SellerTower never holds your card itself.